Job DescriptionOperations Manager BPO (International Voice Process)
nJob Responsibilities:
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- Manage performance of the teamn
- Deliver on SLA commitments based on the contractn
- Meet and exceed customer satisfaction goalsn
- Daily/Weekly/Monthly/Quarterly reporting of SLA performancen
- Attend daily calls with clientn
- Employee retention to meet client targetsn
- Proactive management of business/operations trendsn
- Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employeesn
- Work with WFM team on a weekly basis for capacity planning based on volume forecastn
- Formulate continuous improvement plann
- Coordinate with IT team to fix all IT related issues for the teamn

nOperations Management
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- Set and review KRA's for the team, align their goals to the overall objectives of the organization / clientn
- Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholdersn
- Capacity / Resource planning and managementn




- Liaison with cross functions across the organization addressing the needs of the team membersn
- To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)n
- Business continuity planning & risk managementn
- Create, generate and publish reports with the help of MS office toolsn
- Proficiency in tools & CRM systemsn
- QA forms and understanding it's impact to customer experiencen
- Reporting/Analytics to monitor metrics and take actions necessarily and target improvementsn

nSkill Development:
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- Addressing skill gaps in Product / Process / Technology / Communicationn
- Mentor Leads & respective team membersn
- Plan relevant training programs working with respective groupsn

nProject Revenue & Cost Management
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- To manage revenue & cost managementn
- Operate on planned budgetn
- Resource planning (People / IT)n

nC

📌 Operations Manager BPO (Chennai)
🏢 Movate
📍 Chennai